Job
- Level
- Senior
- Location
- Meckenheim
- Working Model
- Hybrid, Onsite
- Job Field
- IT, Project, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Salary
- 58.000 to 75.000€ gross/year
Job Summary
In this role, you will oversee the entire IT service lifecycle, manage service improvements, and coordinate activities with internal and external partners to enhance customer satisfaction.
Job Technologies
Your role in the team
- Support in the definition, creation, commissioning, operation, and continuous improvement, possibly decommissioning of the services or sub-services/services functions for which you are responsible.
- Management of the Service Lifecycle phases and ensuring customer satisfaction through contractually delivered services in regular operations, as well as meeting the agreed Service Levels and contractual Service commitments by: designing, developing, and optimizing the service business to ensure cost-efficient service delivery with the highest quality.
- Assumption of other activities necessary for the E2E service chain delivery within the role profile 'Service Management'.
- Coordinates (manufacturer, service team, other contacts), or executes tasks independently to successfully complete all activities/questions/tasks within the E2E service chain.
- Ensures contract fulfillment (contract implementation and contract penetration) for the parts of the contracts that concern the services or sub-services/functions for which he is responsible.
- Actively facilitates conflict resolution between service and customer, involving all service delivery units (E2E).
- Ensuring and increasing customer satisfaction and managing escalation processes for the customer in the service business of the services or subservices they are responsible for.
- Creation and assurance of the contractually agreed reporting data with the involved service-providing units and in coordination with Solution Delivery and Account Management.
- Support and provisioning within the scope of proposal development for sales-related change requests together with Account Management, SDM, CDA, and the service delivery units.
- Creation and assurance of the documentation underlying the contractually agreed services, as well as the billing/performance delivery.
- Identifies performance requirements that go beyond the contract and informs the responsible Service, Account, and Solution Delivery management.
- (situational project-based or agile) planning, management, and tracking of involved stakeholders, departments, and services, as well as assigned service providers/contractors/manufacturers.
- Management of the virtual, agile Service Team responsible for the services (Service Management, Service Architecture, and Central Operations) as well as their downstream manufacturers/service providers.
- Participation and, if applicable, management of the virtual, agile project teams of the responsible projects (including all project stakeholders).
- Initiation, preparation, execution, evaluation, and recommendation of market surveys, tenders, competitive bidding, as well as order support and execution in commissioning architecture and operations.
- Support and execution of the management and coordination of the technical department regarding scheduling alignment, prioritization of concurrent tasks if necessary, escalation in case of critical issues/disruptions.
- Support and conduct of consultations with the customer regarding service improvements, as well as ensuring customer satisfaction.
- Coordination and planning of the tasks involved (e.g., concept development, research, reporting, evaluations, comparisons, derivations) within the scope of service delivery, as well as support and execution of proposal preparations and service descriptions.
- Support and execution of communication with the manufacturer(s), including participation in roadmap meetings, coordination of deliveries and orders, escalation of critical issues/disruptions, as well as order and invoice management, and quality assurance measures.
- Taking responsibility for individual topics / Independent handling of topics.
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Our expectations of you
Education
- recognized vocational training in an IT training profession, or a bachelor's degree in an IT study program, alternatively at least 6 years of professional experience in an IT environment.
Qualifications
- ITIL Service Management activities planning, conceptualization, and services related to ITIL IT-Service Management in the E2E Mobility environment (EMM, MAM, application development, SNS). Support of the entire service lifecycle from requirements engineering to operational support and continuous improvement of existing services (2 years).
- Product Owner activities for services or service functions to coordinate E2E tasks (2 years).
- Project management and task coordination, as well as PL or TPL activities (2 years).
- Knowledge of relevant tools (MS Office: Visio, PowerPoint, Excel, Outlook).
- Certification in IT Service Management ITIL Foundation, at least ITIL V3 Foundation.
- Methods/Processes/Procedures ITIL, Project Management Methodologies, Service Life Cycle Phases, Reporting, Service Level Management Methods, IT Processes, SAP Procurement.
- Willingness to occasionally travel for work.
- Fluent native-level German skills and good English skills (at least German C2 and English at least B1 according to CEFR).
Experience
- Experience in Agile management of topics/activities -> Product Owner according to SCRUM.
- Experience in project management: planning, execution, and control of projects.
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What we offer
- This position is long-term with planned permanent placement.
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Benefits
Work-Life-Integration
Topics You Will Work On
Job Locations
About Your Employer
EICS Group
Our engineers support our customers in the planning, control and implementation of demanding projects. They can draw on a wealth of experience that guarantees their success. We accompany our customers through every step of the process - from project management to concept design, development and production to the first sampling of parts and the rollout.
Description
- Founding Year
- 2011
- Company Type
- Digital Agency
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Consulting, Internet, IT, Telecommunication
Employer reviews
by devworkplaces.com
Total
(1 Review)3.3
Engineering
3.2Workingconditions
3.6Career Growth
3.2Culture
3.5
Senior IT Service Manager
- Salary
- 58.000 to 75.000€ gross/yearEstimated net salary based on the gross salary in the job ad using tax class I.36.534 to 45.351 € net/year · Tax class I
- Location
- Meckenheim
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
